Frequently asked questions

How To Get Started

How do I sign up?

Welcome to our website! To register for an account, simply click here and enter your e-mail address. You’ll then receive an e-mail (please check your junk folder if it does not appear in your primary inbox) containing a temporary password to log into your account. You can change your password once you’ve logged in!

First order coupon?

Yes there is! If you sign up to our newsletter you’ll automatically be given a code to use for your purchase. To sign up for the newsletter, simply enter your e-mail when you see the pop-up when visiting our website OR you can register by scrolling down to the bottom of our front page and enter your e-mail that way. If you’ve already registered, please check your junk folder as sometimes it’ll get filtered there by accident. 

Please note that our newsletter coupon cannot be used on items that are in our SALES, BULK and MIX AND MATCH sections. If you do not have any items outside of listed previously, you may use the coupon on any other order!

Coupons, what is excluded?

Generally, our coupons exclude on items that are in our SALES, BULK and MIX AND MATCH sections. Minimum of $100 worth or products must be in the cart before coupon can be applied. However, you may still use your accumulated Green Points for those purchases – more on Green Points below.

What are Green Points?

Simply put, it’s our way of giving back to you! For every dollar you spend with us, you will receive 1 Green Point. Once you’ve accumulated 200 Green Points, you can start redeeming them for $10 off on your order.

To learn more about our Green Points program and how you can earn more click here.

Refer a Friend?

Of course! We would love for you to introduce your friends and family to our shop. How does it work?

Person A (YOU) refers Person B (FRIEND)
Person B makes a purchase (min. $100 order)
Person A AND Person B then receives a code for $25 off to use on a future order.
Please note, the $25 off coupon works on purchases of $100 or more

What socials are you on?

We are currently active on Discord, and Instagram.

How Do I Order My Products?

How to place an order?

Here’s a step-by-step guide in placing your order online with One Two Treez:

  • Click on the desired product(s), choose your weight and quantity then click “Add to Cart”. You will then have the option to “View Cart” or “Continue Shopping”.
  • At the “View Cart” page; you can edit your order, apply promo codes, redeem points and view shipping costs.
  • When you “Checkout”, details including our e-transfer email will be sent to you.
  • Next, login to your online banking and send the full order amount to the email specified in the previous instruction email
    • Please note: Partial payments are NOT accepted.
  • Please allow up to 24-48 hours for your payment to be processed. You will be notified by email of your order status and tracking information.
  • Congratulations, you’ve now placed your order!
How to cancel/edit order?

To cancel or edit your order, simply contact us at [email protected] and let us know the changes you’d like to make.

I changed my mind, how do I get a refund?

All sales are final, there are no refunds on orders or payments.

What happens when I don't submit a payment for my order?

All unpaid orders (orders must be paid in full) within 24-48 hours will be canceled.

Payment

How do I send an e-transfer payment?

INTERAC e-Transfer – How it works

1. Contact your bank online and visit the E-Transfer section. You may wish to call them directly or visit them in person if you need assistance.
2. Add our email and exact total price with taxes as seen on your invoice.
3. Submit the transfer.
4. We will provide you with the secret word into the transfer for security. The secret word will be generated for you after check out. Please read the instructions at the bottom of the page after you check out.
5. We offer guidelines on how to send an E-Transfer with your invoice. You will receive your shipment after the E-Transfer has been processed.

Why is my order not being processed after my e-transfer has been sent?

Our system only moves orders into processing once your e-Transfer has been matched against your order number and accepted.

Please allow up to 24-48 hours for the e-Transfer to deliver your funds to our payment system. Once received in our payment system, processing of your e-Transfer can take up to 24-48 hours.

If your order remains on hold for longer than 24-48 hours, and your e-transfer is still pending, please contact us at: [email protected].

What happens after I send my e-transfer?

The order will be processed and prepped to ship. This may take up to 2-3 business days.

Shipping & Handling

When do we ship?

We ship Monday – Thursday. Since Canada Post does not ship over the weekend, we do not ship on Fridays to avoid your package from sitting inside the warehouse or not being scanned on time for Friday tracking.

Shipping Information

We ship across Canada, at the moment we are not shipping internationally.

All orders under $150 will be charged a flat rate of $20.

Free shipping on all orders over $150.

We ship with Canada Post Xpresspost, with expected delivery within 2-3 business days, however, in some cases it may take longer due to COVID-19 and high traffic of online purchases during this time.

How do I track my order?

Once we’ve successfully accepted your payment, you will receive an email confirmation. Upon shipment you’ll receive a shipping email with your tracking number. You may use this link to track your order: https://www.canadapost.ca/trackweb/en#/home

What happens if I don't receive my package?

If your order is ‘Pending’ you can contact our Customer Service team (via e-mail at [email protected]) and if you’re eligible, we will start a trace with the applicable carrier on your behalf. Claims must be made no later than 5 days after your order was shipped.

When your tracking status shows ‘Delivered,’ this indicated that the parcel was successfully delivered – it means the item(s) arrived as addressed. Please check with everyone in your household as another member of the house may have received it on your behalf.

Need help? we’re here to help!

If you have any further questions or concerns; please send us an email through the contact form, our email at [email protected], or any of our social media platforms!

We will try to answer any questions or concerns within 24hrs.